Becky Schaeffer

Review of Wentworth by the Sea a Marriot...

The hotel is gorgeous, a lovely stay. The customer...

The hotel is gorgeous, a lovely stay. The customer service is lacking, especially from the reservations manager. I made a reservation, mistakenly for a night-of stay (meant to reserve the night after), and when I called to try to talk to someone about any chance of a refund (I rebooked for the correct night, and stayed), which I thought unlikely in any case, I received monotonous, extremely unfriendly, canned responses from the manager. Interestingly all of the support staff had been super friendly up until then, commiserating about my mistake, saying they would see what they could do, and I was extremely apologetic and friendly throughout. I should also note that the hotel wasn t booked, so I didn t take anyone s room from them. Lesson here is - don t make the mistake in the first place, of course, but don t expect sympathy for being a human if you do. I m sure Elena from reservations has lived a faultless life with no mistakes. I m actually not even all that upset she didn t refund me - the mistake was mine and I m sure Marriott has some sort of corporate policy - but a little human kindness goes a very long way, especially when someone feels like an idiot, and I received none from Elena.